Job description

JOB SUMMARY: The Application Support Lead is responsible for strengthening Service Delivery’s ability to resolve business-critical application issues by building application knowledge, documentation, and training. Serves as a trusted escalation point for business partners when system issues cross departmental lines. KEY RESPONSIBILITIES: Author and maintain documented application-support procedures and troubleshooting runbooks for support teams to use independently. Build and deliver a formal training and knowledge-transfer program to raise enterprise-application troubleshooting capability across Service Delivery. Manage triage and resolution for escalated, business-critical application issues. Serve as the primary subject-matter expert and escalation contact for core business applications; partner with stakeholders across departments to ensure timely, appropriate triage and resolution of escalated issues. Investigate and resolve multi-system issues spanning access, data accuracy, and system-problem reports across customer and provider facing portals. Assist in identifying recurring failure patterns and candidate work for the next wave of Tier 2 training and ownership. Document and prepare reports on escalation volume, resolution time, and recurring system issues. Perform other job-related duties as required or assigned. QUALIFICATIONS: Proven ability to troubleshoot and resolve issues across multiple enterprise applications and departments. Excellent communication and facilitation skills, with the ability to translate technical issues for non-technical, cross-departmental stakeholders. Demonstrated ability to build documentation, runbooks, and training materials that transfer knowledge effectively. Strong relationship-management skills; comfortable serving as a trusted point of contact for multiple business units. Successful completion of Health Care Sanctions background check. EDUCATION/EXPERIENCE: A minimum of four years of experience supporting enterprise business applications in a healthcare, health plan, or similarly regulated environment. Experience triaging and prioritizing competing, business-critical escalations under time pressure. Direct experience with health plan systems such as core administration platforms (Amisys, QNXT, or equivalent), provider/member/employer portals, or claims-adjacent systems strongly preferred. Experience building training programs or technical documentation for support staff preferred.

Requirements

Must-haves

Author and maintain documented application-support procedures and troubleshooting runbooks for support teams to use independently.
Build and deliver a formal training and knowledge-transfer program to raise enterprise-application troubleshooting capability across Service Delivery.
Manage triage and resolution for escalated, business-critical application issues.
Serve as the primary subject-matter expert and escalation contact for core business applications; partner with stakeholders across departments to ensure timely, appropriate triage and resolution of escalated issues.
Investigate and resolve multi-system issues spanning access, data accuracy, and system-problem reports across customer and provider facing portals.
Assist in identifying recurring failure patterns and candidate work for the next wave of Tier 2 training and ownership.
Document and prepare reports on escalation volume, resolution time, and recurring system issues.
Perform other job-related duties as required or assigned.
Proven ability to troubleshoot and resolve issues across multiple enterprise applications and departments.
Excellent communication and facilitation skills, with the ability to translate technical issues for non-technical, cross-departmental stakeholders.
Demonstrated ability to build documentation, runbooks, and training materials that transfer knowledge effectively.
Strong relationship-management skills; comfortable serving as a trusted point of contact for multiple business units.
A minimum of four years of experience supporting enterprise business applications in a healthcare, health plan, or similarly regulated environment.
Experience triaging and prioritizing competing, business-critical escalations under time pressure.

Nice-to-haves

Direct experience with health plan systems such as core administration platforms (Amisys, QNXT, or equivalent), provider/member/employer portals, or claims-adjacent systems strongly preferred.
Experience building training programs or technical documentation for support staff preferred.

Application prep

Use the role’s language and application details while tailoring your materials.

Platform: dayforce
Effort: medium